What are we reviewing here? Apple or this particular store? I always find the atmosphere inside Apple stores to be really good. This store is quite busy most of the time but even though we were there on a Friday afternoon without an appointment, we were still able to get significant help and attention from staff, who were both able to provide objective facts and their own valuable personal opinions.

Worst customer experience I have ever had with an apple store. Sadly... not the worst customer experience I have ever had in my life, but incredibly close to it. This has definitely impacted my view of apple products as a whole and whether I will decide to purchase any again.

Busiest apple store located in the heart of Pasadena down town. Being at peak location have some advantage and disadvantages. Store is always busy and due to covid restriction need prior appointment. Gate staff is too strict and not entertain anyone without appointment. Even if u reach in appointment need to wait 15 to 20 minutes to get in. Order pick up delivered outside the store. Some stuff are rude. Also getting parking nearby store is difficult.

A good place to buy apple products. If ur trying to buy the new iPhone 13, u must order it on line for now

Went in there for a simple computer charger and cord for a Macbook Pro (needed the charger ASAP same day circumstance) and they did not have it in stock, although the kind older lady did look on the computer to see where the closest location is that may have one and nowhere in a 20 mile radius had one available in stock. I ended up going to Best Buy (same price $97.00 + tax). Should have called first.

Calvin, by far, was one of the best service reps ever!

Store not 100% open due to Covid, but it goes fast to get help, and its basically the same service as before. Extra star for the bouncers at the entrance.

The staff is very friendly and helpful here! I was in and out in about 15 minutes, it was all very efficiently done. Highly recommend this location!

Getting something fixed in a reasonable amount of time is absolutely ridiculous. I seriously regret switching to Apple products now.**Update** 20 mins after leaving this Apple store my computer is sitting in the cue at Unitek waiting for it’s parts and I’m on my way home.

Sadly I cannot give zero star. I have a reservation for 4:15 and the time window close at 4:30. When I arrive, they say I still need to wait in the line which has already passed the Tiffany store. So what is the point for booking the time window? I asked if I can change the pickup order to ship, but they said no. Dumb Apple.

I cant. I only stand nearby to catch the bus. Its always busy, clean. Completely well staffed by what I see through the window as I wait for the bus.

Apple was very efficient and took great precautions. Handled traffic and lines/customers very well. It did take the fun out of browsing a bit. But overall good service. Fast n friendly.

They tried their best but alas I need to change my IPhone. Staff is super friendly and patient with the clientele

To many steps. To get help even if its under warranty. They still have a service charge

The Apple store that never fails, this is my local Apple store, they always have what I need. In general I like apple products, but this particular store is accesible and efficient. The location in the heart of old Pasadena. I usually go and check the new products before I buy them. I love the fact that you don’t have sales men/women hovering for you buy something. And you have questions they always answer with smile. Today, I just came to buy a camera 5 mins. Quick & easy.Also, Pasadena has great parking system. You never have to struggle for parking.

Worst customer service experience I’ve ever had in an apple store. No greeting upon entering, no assistance as I stood waiting for someone to help and horrible help when I was ready to drop a few thousand on upgrading my MacBook Pro.. lost a customer. Avoid going to this location.

Melissa and Juan were very patient and informative.

I broke my screen I gave apple to fix my phone theyThe guy at the waiting list said 1-2 hours,Then the Technician told us it’s gonna be 7:55 they’ll send us messegeWe came at 8:15They said the Face ID wouldn’t work and asked for 200 dollars more, we heard the guy is kind of not sour, we asked to see the phone first, then he really squeezed andThen we waited like 20 minutes moreThe phone worked completely they said that it might happen again I told them maybe your check is not good cause it’s working.They tried to still money from me!I knew from the beginning that the guy is not telling the truth, I’m very upset from they’re service I couldn’t believe apple would try to rip me off.Shame on them

Store is fine, but no one noticed us enter and we didnt know that we had to be checked in to talk to a Specialist. Thankfully, i flagged someone who took care of it, but we would have stood there forever, otherwise.Specialist was ok. Friendly enough, but there was a bit of a language barrier. Helpful, not as knowledgeable as I would have liked. I guess the stuff just sells itself these days. 🙄If I didnt need to demo my purchase, I would have happily bought online and avoided the store altogether.

Ordered iPhone 12 and it says pick up will be ready between 10:15 to 10:30am. When we got there it only took 10 mins. and we got the iPhone right away! Great customer service in this Old Town Pasadena store.

Theyre very friendly and professional, however they where afraid of replacing a battery and they recommend a new phone. I went home watched a 3 min video on utube and replaced it myself, no issues.

I placed an order for AirPods and a iPad Air online. However after my AirPods where delivered, I changed my mind and wanted AirPods Pro instead. After multiple calls to Apple support to verify that I can exchange/upgrade in store without having to wait for the rest of my order (iPad) to be delivered. I proceeded to the Apple store. I was greeted by a gentleman almost immediately as I entered the store and was helped in less than 5m. However, after explaining the situation to the associated (didn’t get here name) she explain that, it wasn’t possible, and that Apple support had given me wrong information. She proceeded to ask another associate and when she came back, her response was the same, not possible. I asked to speak to her Manager (so happy I did) Big THANK YOU to Pablo Balderas store manager, who went above and beyond to help me out and make it happen. Immensely friendly, polite and helpful. Thank you Pablo!!!

Customer service personel very polite .

I’ve spent many thousands in this store on MacBooks, iPads, iPhones, and Apple Watches. I am disappointed that only Apple’s bottom line is paramount, not customer loyalty even when failures are Apple’s fault. Known errors with internal service technical memos are disavowed, despite the fault knowingly lying with Apple. Their products are not perfect, yet every possibility to deny covering repairs will be exhausted. Perhaps Manager bonuses are tied to incidence of repairs billed to Apple? The only explanation. Disappointing.

Complete and total rip-off, all they want is for you to spend your hard earned cash. I came here the other day because my iphone 6s wasn’t charging, they told me the phone was irreparable and insisted I get a new one. I took this same phone to a iphone repair shop and all it needed was a new battery for $40. I saved myself a few hundred. Don’t be fooled by Apple and their outrages prices. I recommend shopping at any store that actually cares about customers saving money.

Friendly employees and a ton of geniuses on the floor really help wrangle and manage the flow of customers in this relatively small Apple store. I went in because of an issue with my MacBook but wasn’t able to drop it off being that I was only in town for a visit. They were able to contact another store local to where I live and even set up my repair appointment as that store had the part in stock and this one didn’t. Regardless, they were upfront about all expected cost, parts to be looked at and swapped and made sure all my questions were answered.

Beware of tax if youre trying to return a defective product...Ordered a phone by delivery same day and by some freakish stroke of bad luck it wouldnt charge. Went to the store the exact same day and had to PAY to exchange the defective product because of how sales tax worked out apparently. No fault on the workers, just Apples system of working out things I guess. Really dumb.

As good as you can get. Get a smart phone, smart people wont pay a thousand for a $500 smart phone.

Didnt think I would half to write such a bad review. I was going into an apple store I was going to buy 4 Mac pros to start my business. I went to this apple store I arrived in the front I walked up the employee was helping someone she asked can I go in and shop she said I just want to buy something real quick the guy said you need an appointment but sure come in. I approached him asking him I wanted to purchase some stuff he asked do you have an appointment I said I do not he said you need one to shop I told him its just going to be real quick he said no you need an appointment I have one for 2pm I looked at my watch it was 11:10 am I would have came back but the lady who he let in was Caucasian of course I am brown colored its sad to see this still happens. I dont blame apple but I blame the employee he is making apple look like they are letting ELITES ONLY. Sad part I am native American I am not even Hispanic my people are still suffering but I silence

Reservation at 1:30 pm, seated, no one came by and help. They are even running behind on reservations. And I see staffs chatting and not working

We came here for a service check on an iPhone. I am so devestated my partners phone was compromised we were able to find the culprit. Apple security step it up!

Had to wait a while after meeting a technician, Uriel, but he and the manager did a great job and helped me fix my phone. My technician was soo kind and patient.

Very helpful to my needs .didnt have to wait long got right down to the problem Im a happy customer

Dont accept appointments if youre going to make everyone wait in the same line.

It had a pretty good COVID-19 safety procedures. Also, the Apple tech support worker that I had was pretty good and understanding.

The resolution is always satisfactory. Thanks apple. But the waiting time without appointment is extremely long.

Once I had an issue about my purchase, but couldn’t get a hold of anyone at this store and their in store booking was unavailable. I was given the manager’s phone. Even though I called him multiple times while I was outside the store, no one picked the phone up, never got a follow up from anyone at this store.

Like I said on my Instagram story, the place where people follow trends and know nothing about phones besides its best feature, the camera The phones werent for me but service was pretty good. My card got declined 2 times yesterday and came back today to pick it up. Other than that, I cant really say much besides it being busy. My first experience and will probably return for any Apple product that I get requested for, because Im a googlestan!

I used to think apple staff is very helpful and friendly. Recently due to the situation which I understand, they become really hard to communicate. If we can figure out everything online, why we need to take the risk come to the specialist in store. When we were there, they will only ask you to call or check online. Please please be more helpful for us who is not good at electronic products. Thanks

I had an appointment at the genius bar to fix a software issue on my mac mini. Will was my technician and helped install the latest OS that was compatible with my mini. He was super helpful answering all my questions not only about my computer but also about new products and options when Im ready to upgrade and get a new machine.My experience with this store at the genius bar made me happy and grateful that they were able to fix my issue. Will went above and beyond to help me with everything that I needed.

The fact that you have to make an appointment to purchase an item is beyond my comprehension, I understand that for some services you may need one such as a Genius Bar repair or maybe some one on one how to classes but to buy an item...is just unnecessary. I drove all the way from Ontario cause this store was the only one in LA county that had the exact item I needed and upon arrival homegirl in the checkered vans annoyingly informed me that only appointments are welcomed.

What kind of apple store doesn’t allow customers to buy product. Today I arrived to spend thousands on a new MacBook and iPhone yet since I had to no reservation I wasn’t permitted to enter. This is a flaw and you can’t tell me “but covid” that’s just an excuse.

Highly recommend express pickup. light speed and helpful staff!

Do not buy Apple! Bought an iMac on November 1 2018 and just as the warranty is about to expire, the screen blacks out with a red line showing from top to bottom. Picture is shown below to demonstrate the long wait you will experience if your Apple product breaks down. I have been sitting here waiting for a “genius” for 30 minutes after my reservation in line to show up and fix a computer that is still under warranty. Apple products is a SCAM!!! DO NOT BUY!

Very slow, bad service than other apple store. Really don’t recommend. Waste time

I needed to stand outside with a few other patrons for a bit. Not a long duration...

One of the managers of this store in Pasadena California allowed an exchanged for an iPad I purchased by purchasing a new iPad on line first . I did purchase new iPad and exchanged iPads on December 18- 2020 and received my receipt. However, as of today I have NOT received my refund of $900+ !! Meanwhile this store is temporarily closed. It’s not right that during this pandemic they take my money, give me a receipt for it, and NOT refund in timely manner. I called Apple 800 number they referred me back to Pasadena store! ( runaround).Upon reopening this Apple store, Cynthia, manager, on first day of work refunded me!Thank you Cynthia!

Good system in place for socially distant repairs and pickup. Be prepared for a wait, even with an appointment, but line moves.

Always great service at Apple Genius Bar!

Very long wait to buy anything

The woman I met at the Genius Bar was amazing she let me come back in 30 min. Once I came back they told me I could set up my computer and let be know I waited 2 weeks for my appointment. This male worker at the front kept rushing me telling me other people have to go in. Kept coming back to me telling me I had only a hour was very rude and inconsiderate that I was setting my laptop. Seems like I he thought I wasn’t important enough to be in the store.

Service was fast.

Seriously mismanaged store. Can’t make a simple transaction. Waited for a long time!

Excellent service by a vey knowledgeable and friendly apple staff.. typically one walks in expecting at least some of the staff to showcase a snooty attitude but not at this location. Highly recommend it!

Very good store

Horrible service, drove an hour and 15 min to buy two iPhone 12 Pro Max, arrived at 7:40pm, then they tell me I have to order it online and do express checkout. I start the process and the times are for tomorrow, I tell them and they say they cant do any walk-ins. So I drove over an hour to make it to the only store open till 8 to buy two phones outright, and they tell me theres nothing they can do. Worst customer service ever.

Helpful crew, in and out with my pickup. Great customer service, cool folks.

Hunter was great 👍🏻

I order for my pickup today, .. but sometimes it’s not right because it’s first time I got my Apple Watch without cover plastic I hope this Apple Watch is not refurbished watch

Solid Apple Store. Got everything. And pretty cool staff.

Most of those guys who have the title Genius do not know what theyre doing. Overall, the service at this store is horrific.

Billion dollar company with NO parking for customers

Great products but when it comes returning a product, they are not accommodating even un-open product

My visit here was by phone call

Called Apple pasadena, they said no need to make a reservation and just pull up to buy a phone. Went to the store and they said I need an advanced reservation. Really didn’t want to make a drive and get out in the middle of a pandemic just to be rejected at the door. Stupid policy, if you need a reservation tell me on the phone.

Overall helpful, but service needs work. Arrived early for an appointment, but they couldnt check us in until 10min before the appointment. Was told to wait at the Genius Bar and they ended up missing our appointment as we waited. Had to ask someone to reconfirm our appointment and finally got someone to look at our Mac. We felt like we were just sat on the side and forgotten until I talked to someone.

Great customer service and attentive staff. They weren’t able to resolve my issues but they spent a long time trying. Loved that no one tried to sell me anything.

Online they cancelled my reservation due to the store closing but then it was opening back up after the end of my reservation. I went by the store and asked if I can still come in since my reservation was canceled and they gladly took me in as a different reservation. Im was relieved. They kiny helped me out however they didnt have the item I wanted in stock. But the employee was great enough to give me other options to buy the apple product I wanted.Just know if youre trying to book a reservation with the apple store, you have to book 2 days before the day you want to go. I figured it out how it works haha.

Very delicious food. Crunchy and stringy. Would definitely recommend

I took my iPhone for battery and screen replacement when it was time to pick up my phone there were 3 customer ahead of me waiting for the guy to bring their phones out once he brings everyones phones out he started calling everyones name one by one and he hands each customer their phone upon calling their name when it was my turn he calls my says I need to see your I.D he did not ask anyone before me for an I.D, why did he make me feels special I dont know. Im not planning on going back to this store. I feel discriminated.

I got quick service. While waiting, I got to sit in on a lesson on photography. Then, I was waited on by Claudia. She did whatever she could to try and resolve my situation. However, she couldnt but that wasnt all. She also gave me reasonable suggestions on how I could resolve my problem. She is amazing.

Good services

Really friendly employee on the front door took me through the whole ordering online process. Sanitisers on deck as you enter to pick up.You cant buy anything INSIDE the store yet, you have to ONLINE order and then pick up.

Just bought an apple watch 5 for my wife and its not even turning on!! Now I have to go tomorrow and see why its not turning on! SAMSUNG ALL THE WAY! CANT WAIT UNTIL SHE FINALLY SWITCHES OVER! You get more and you pay less!

Ten days ago I walked into this Pasadena store to get my Apple email to work, I ended up dealing with 6 different kids who were anxious, uninterested in customer service, minimized my problem, wanted to sell me another phone, had to buy iCloud, ...6 hours later I had no working phone and the phone was BLOCKED, no one knew anything as to what happened so they blamed AT&T (T-mobile is my server BTW), I came into Apple store at 10:30am, by 6:30pm I borrowed a phone to call my family because I am a cancer patient and cannot be without a phone.I went to AT&T where I was told “Apple blocked your phone”, too many ignorant hands playing with the phone..my data, phone book contacts was lost, I lost business because of their neglect and ignorance, I got a ticket even though I have a handicapped plaque, I sent a letter to their corporate office and still no resolution. Apple should make themselves responsible for this problem they created !!!

Great place to work

Very friendly helful and quick service

Last time I was here as a customer, some kid simply greeted me with a sigh, before answering questions like I bothered him for doing this job. Actually, he didnt even answer my questions, just simply tried to get me out of here. Ill order online instead.

Overall a positive experience. It was very busy and we had a 1:35 p.m. appt. We didnt see anyone until after 2 p.m. Once we got service everyone was very attentive and kind. In all we ended up being there for almost 2 hrs.

Overall its a decent apple store. The times they are busy its hard to get a hold of someone to help you with your questions. The times it is less busy, the staff are readily available to answer your questions. Dont go here when they have a new release of something because it is crowded. Parking isnt good in old town. Try street parking or the parking in the free 90 minute lots in the area.

Very help full and have a great attitude.

Bought an $87 adapter and in less than one month it started to fray. Sr manager Eddie said I damaged it so it wasnt covered. This is the fourth adapter Ive had in 10 years so obviously a product defect and made cheaper. Senior manager Eddie assured me that the factory in China has the same quality. But have a good day. Worthless and why I only bought one apple product.

👍 Great Thank you Hunter

Totally unorganized store. Ordered online to pickup my items and there is a note to select a mandatory pickup windows 15 mins intervals. I got here no parking to be found since they don’t have curbside and when I got to the store, there was a long line wait even with my appointment. It defeats the purpose of having tine intervals and appointments.

This is the best Apple store in LA county! Bought my first iPad here in 2011 and have come back for other products! The staff here provides friendly customer service and they are knowledgeable! And there’s 90 minutes of free parking around the corner from store on

Place is crowded and appointment is needed. The online appointment says its full but if you go there in person there is still availability.

I had an excellent experience in this Apple Store. I came here for a laptop repair. I was initially served by John, who had an excellent customer service and was very patient and thorough in his diagnosis of the issue at hand. Then Eric helped out once John checked out. It took about 90 minutes to finally pinpoint the issue (not due to lack of knowledge). I left the laptop for repair (hard drive replacement) and 3 days later I picked it up and it was like a brand new laptop for $200 (the laptop is over 7 years old). Amazing!!!

Dislike Apple products all together. Had to take my mom in for her phone. After signing in, having people sign in after us, THEN be helped before, I was upset.After all of that, the most wonderful lady helped my mom out. So the 2 stars are the pre-service before the lady.

This complaint is for the gentleman named Juan, who picked the phone on 10/07/19 at 04:33pm. I was here about a week ago and the staff was great helping my mom get the new iPhone. I called an apple representative today they helped me begin the process to get an IPhone 11 for myself. They said Apple Pasadena has the phone I wanted I stock. So before I drove from Orange County to Pasadena I called to make sure and that’s when Juan picked up. After waiting for 20 minutes on hold he picked up. I understand during busy season employees tend to be stressed because of work fatigue, but his tone was uncalled for. He rudely told me what the other apple representative was wrong and said he had no inventory. When I asked if there was another way to double check his inventory in his system he refused because he said the system would say the same thing. A horrible way to represent customer service.

Apple Pasadena is my go-to place for handling Apple stuff. Its a spacious floor and display gallery, and the employees are always helpful. I routinely am not disappointed by the service I receive here.

One of the busiest stores in the area! Kudos to Mike D and Abe helping me out with what I need.

The location isnt the most accessible due to the parking situation of Old Town, but its not bad. Like any other Apple store youve ever visited.

Was there when they opened; wait time to be help was minimal. Needed help replacing device under warranty. Staff member performed troubleshooting procedures quickly and processed replacement with ease. Staff member also answered all questions knowledgeably. Great experience.

A bit of a wait but they did fix the problem.

I want to THANK Daniel & Omit for helping me with my phone, even though it took multiple trips (not their fault) This truly is a SHOUT OUT to the whole team for your professionalism and kindness. The Pasadena store gets it when it comes to customer care!!!! Thank you everyone

A lady know sign language and I am proud of it, nice peoples of employees... understand my deafness as read lips reading, as I hear with hearing aides.

Greatest apple staff ever met!!!!While I was tryna replace my broken iPhone I was walking around the store. Matt V approached to me, professional dress, warm and friendly attitudes, knowledgeable, really helped me out to find the product I want. Took care of my appointment as well. Best apple staff I have ever met around the world.

Apple Pasadena is AWESOME!!! Staff is VERY HELPFUL AND VERY KNOWLEDGEABLE!!!And we were In and Out in NO TIME... even though it was kind of crowded!!!I LOVE APPLE PASADENA!!!

This is the worse customer service I was there yesterday for about 20 min no one ever came to ask if we needed help or greet us. I understand they are busy but it died down a little and others were being greeted and asked if they needed help... I decided to ask someone questions I had this girl answers my questions with an annoyed face and tone.... the security guard was awesome though more helpful than any of the actual employees in there he overheard me and my husband talking among ourselves and he helped us thats the only reason for my one star... nonetheless I drove to best buy got me the Samsung Galaxy Note and had amazing customer service above and beyond I know one less customer wont hurt them but this is just a PSA if you go to this store make sure you arent Mexican and dont go in slides and sweats 🤦‍♀️ to ensure you get service

These guys helped me repair my Mac book air butterfly keyboard. It was getting pretty bad and needed some keys replaced. They took great care of me.